Customer Success Manager

Job Description

Customer Success Manager (West Coast)

Hybrid Work Model (3 days onsite, 2 days remote)
Location: Either Wilmington, DE or Logan, UT

Hours: Wilmington, DE- 11am-8am ET; Logan, UT- 9am-6pm MT

We are currently seeking a Customer Success Manager for our Digital Brand Services (DBS) business division. As a Customer Success Manager in DBS, you will interact with decision-makers at Fortune 1000 companies and their law firms to help them grow and protect their global brands online. This position requires extensive client contact, including some face- to -face meetings, and the ability to present complex information in a clear and concise manner. To be successful in this role, a history of providing outstanding B2B customer service and relationship management, comfort working with technology and a basic understanding of how the Internet operates are needed.

What You'll Do For Us:

• Build relationships with B and C-Level Executives to gain a deep understanding of customers' business and goals/KPIs;
• Proactively educate clients about industry developments and potential impacts to their business and online strategy;
• Provide clients with strategic insights, analytics and recommendations regarding their assets managed by CSC;
• Serve as primary point of contact for account to ensure all requests and projects are completed on time and on budget;
• Manage customer relationships to ensure retention and satisfaction in assigned accounts;
• Partner with Sales to develop and execute on account plans;
• Identify and help develop additional client contacts within assigned accounts:
• Identify and generate new Sales leads;
• Provide budget projections and conduct contract and price negotiations for assigned accounts;
• Develop and conduct effective client presentations and Business Review meetings either in-person or via Microsoft Teams utilizing PowerPoint and Excel
• Maintain thorough up-to-date notes, leads, quotations, and contracts through CRM system
• Keep up to date on industry news
• Network by attending industry specific events and trade shows and/or conducting company-sponsored webinars
• Sharing sales, product knowledge and ideas with other team members
• **This position is not commission based, but there is an incentive program for top performers**

What technical skills, experience, and qualifications do you need?

• 3+ years B2B Account Management experience
• Comfort and experience working with B and C-level executives
• A history of detail-oriented, multi-tasking in a deadline-driven, dynamic environment
• Excellent analytical and problem-solving skills
• Ability to think proactively and strategically to meet the clients' needs
• Relentless dedication to outstanding customer service
• Ability to handle escalated client issues with a steady hand
• Excellent communication and organizational skills (verbal and written), as well as ability to think quick on your feet
• Strong negotiation skills and business acumen
• Quick learner with a demonstrated passion for technology and the Internet ecosystem
• Ability to work as part of a team and collaborate effectively with colleagues
• Salesforce CRM experience preferred, but not required
• Intellectual Property, Domain Name, Brand Protection, SSL, DNS Hosting or Phishing background preferred, but not required
• Multi-lingual preferred, but not required

#LI-CS1

#hybrid

About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®


Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.


CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.


CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.


We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,


CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.


We encourage candidates to apply directly to our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

About the Team

At CSC®, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.


CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

• CSC is a great place to work with smart and dedicated people.
• We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
• We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
• CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.